Quick Answers About Zonitel

Use the location selector beside the page title; save any unfinished work before switching.

Open Calls → Active Panel-Calls to see live call activity and extension status, according to your permissions.

Yes. Find the call in Calls → All Calls and use Play or Download when a recording is available.

Yes. In Office, click Phone or the headphone icon to open calls.zonitel.com in a new tab. Check your assigned extension and Connected status, allow microphone access and choose your audio devices. To receive calls, keep the extension registered, turn off Do Not Disturb and keep the phone tab open. Calls must also be routed to your extension.

Open Calls → Waiting List, filter requests by client, dialed number, status and date, and review existing notes before following up. This is not the live queue view.

Yes, if it is eligible for transfer; keep your current service active until the transfer is confirmed complete.

After the number transfer is complete and your new service is tested; confirm any separate cancellation requirements with your previous provider.

Contact our team with your numbers, users, locations and business hours to plan your setup and activation.

Zonitel offers month-to-month service; review your proposal and applicable terms before activation.

Yes. Our team can help you choose an available number and confirm the services you need.

Check access, numbers, calls, voicemail and business hours; also test messaging and fax when included.

Yes. Dial *72 and follow the prompts; dial *73 from the same extension to turn forwarding off.

Yes. Open Calls → Voicemail to play messages in the mailboxes you can access.

Yes. Enable Follow Me in the extension settings and use Delay and Timeout to control the ringing sequence.

Yes. Create a Phone Menu (IVR), assign each key a destination and connect the menu to your incoming call flow.

Yes. Dial *97, enter your mailbox PIN and follow the spoken greeting options to record, save and activate it.

Yes. A Ring Group can ring multiple extensions or allowed external numbers, together or in a sequence.

Open your number’s Call Flow → Voicemails and edit the mailbox your callers actually reach.

Yes. Business Hours lets you choose destinations for open hours and for calls outside that schedule.

Open the number’s Call Flow and check Select Action for Incoming Calls; newly created menus must be connected to that route.

Yes. Configure the number’s IVR text and connect a menu key to Send Automated SMS; the numbers must support messaging.

Yes. In Call Flow → Recordings (Audios), choose Create from text, preview the voice and save the recording.

Confirm the location and number, then review forwarding and the saved call flow against one specific test call.

Yes. Save the original destination, switch to the temporary route and restore the original when you reopen.

Queues let callers wait while available agents receive calls; Ring Groups ring destinations without the same agent-queue workflow.

Create the agent, review its contact and availability settings, and assign it to the intended queue. Agent availability and extension settings are different controls.

Yes. Use Group Messages with contacts or lists whose recipients have agreed to receive those messages.

Yes. Enable SMS-Reply for Missed Calls in the number’s Text Messages settings and configure the appropriate responses.

Yes, when messaging is enabled and the required approval is complete; send and receive texts in Conversations → Inbox.

Use documented consent, recognizable messages and accurate contact lists; review delivery results and honor stop requests.

Yes. Configure the auto-reply and email notification separately in each number’s Text Messages (SMS) settings.

Prepare consent records, program disclosures, opt-out handling and the registration or verification required for your sending numbers.

No. Sender setup, recipient eligibility, attachments and missing delivery confirmation can also explain the result.

Yes. Attach the image in Group Messages → New Message, then review recipients, sender and message use before sending.

Check Conversations → Group Messages → Opted-Out (Unsubscribed) and search for the recipient.

Yes. Create it in Conversations → Message Templates, then insert and review it before sending.

Open Analytics → Undelivered Messages and find the message by date, sender or contact; review its status and error.

Use Inbox search and channel filters to find the thread, then Search in conversation to locate a specific message.

Yes. Schedule send lets you choose a future date and time; check the displayed time zone before confirming.

Yes. Use the paperclip or + → File and follow the file requirements shown for the selected channel.

No. Other clear requests to stop texts also count; the guide explains keywords and examples in English and Spanish.

Yes. Create a review or social-link template, insert it into the intended conversation and check the recipient, wording and links before sending. Saving a template does not send it.

Find Google Review conversations in Inbox, check whether the review already has a reply and use the available reply controls. Review the response before publishing it.

Look up the exact code in the error guide, compare the example with your message and follow the listed checks. A missing code or unconfirmed result does not identify a specific cause.

Read the rejection reason and check the business information, consent evidence, policies and message samples together. Correct every identified issue and prepare a complete review request before resubmitting.

Yes. Configure Call Transcription Insights in Settings → Integrations, including the phrases to detect and notification recipients.

Yes. Create a Conversational Agent with your business information and enable the connected messaging channels it should answer.

Open AI → Call Intelligence to review the Agents leaderboard, Weekly Report and Objections from analyzed calls.

Yes. Edit the agent’s settings to define its responses, knowledge, rules, channels and schedule, then test the setup.

Yes. Configure supported actions in AI → AI Tools and enable the relevant tools in your agent’s settings.

Yes. Open Call Intelligence → Discovery Engine to review call-based findings and recommendations. Review each proposal before Apply Selected, which adds the chosen items to your configuration.

Yes. Enable transcription, create a Call Intelligence analyst and select the numbers or extensions whose calls it should analyze.

Add website pages, questions and answers, or documents to a Knowledge Base, then assign it to the assistant.

Yes. Create a Post-Call Automation with the conditions and actions you want to apply to Call Intelligence results.

Yes. An Appointment Checker texts customers before appointments on selected calendars and records their responses. Review its schedule, wording and permitted actions, including any rescheduling option, before enabling it.

Create a Call Intelligence analyst, define its review instructions and targets, and test it against a call transcript. An Analyst is the AI reviewer; an Agent represents a person or extension in team reports.

Yes. Knowledge Discovery prepares possible business answers from available calls and messages. Check and correct the facts before adding approved information to the knowledge your assistants use.

Yes. Select the calendars and appointment actions the assistant may use. Check calendar availability and service information, then test booking and any enabled management actions before customers use them.

Open Call Intelligence notifications, review the matched rule and supporting call, and record the follow-up status. Check the evidence before treating an alert as a confirmed problem.

Reproduce the question in Test your Bot, use Improve to correct the answer, and click Train Bot to submit the correction. Test again with different wording before relying on it with customers.

Yes. Configure Calls webhook under Settings → Private Integrations → Webhooks using a working public HTTPS endpoint.

Yes. Configure SMS webhook in Settings → Private Integrations → Webhooks. Your endpoint receives supported events by POST; a GET request to the webhook API checks the registered configuration.

Open Settings → Private Integrations → Credentials; create a credential for your system and store its token securely.

Yes. Connect your accounts in Settings → Integrations using the required Meta permissions, then test incoming messages in Conversations.

Yes. Open the official WhatsApp integration, complete Meta authorization and number verification, then test the connected inbox.

Yes. Connect Google Drive in Settings → Integrations and choose which available file types to upload.

Yes. Connect Google Business Reviews in Settings → Integrations with an account authorized to manage the business listing.

Yes. Configure Settings → Live Chat, enable the integration and install the widget snippets provided in the Widget tab.

Yes. Use the Private Integrations API with your credentials and a number on your account that is enabled for messaging.

Open Settings → Integrations to review available and connected messaging, automation, scheduling, CRM and file services.

Use Zonitel’s official WhatsApp Business Platform integration; review number eligibility before attempting registration in the standalone mobile app.

Yes. The Private Integrations API provides call history and available recordings or transcriptions, with webhooks for supported call events.

Yes. Enable QQCatalyst and automatic recording uploads in Integrations; recordings must exist, and uploads run hourly.

Yes. Connect Appointlet in Settings → Integrations to bring new bookings into your calendars and use the configured SMS notification.

Yes. Connect the intended GoHighLevel location, review contact import permissions and link the calendars you need from Zonitel. Check the connected account and selected calendars before relying on the integration.

Yes, with the required WhatsApp setup. Verify the business number’s readiness and use the API to send an allowed message or an approved template, according to the conversation context.

Yes, when the number is eligible, incoming voice calls are enabled and its phone-system connection is ready. Calls follow the number’s configured Destination and call flow.

Add or review it directly in Meta for the connected WhatsApp Business Account. Zonitel billing is separate; Zonitel does not provide a shared Meta credit line.

Yes. Use the Zonitel app and review Calling Mode; Cellular mode also requires your mobile number to be configured.

Install Zonitel from the App Store or Google Play, sign in with your account and allow notifications.

The app provides business calls, voicemail, messages, contacts, fax and account settings, according to your services and permissions.

Open SMS Settings and select the business number under My Message Numbers. Check the sender in the conversation before texting; the available numbers depend on your account.

Choose the appropriate Business Contacts, Extensions or Device Contacts list and search there. To create a contact, complete New Contact and review the number and other details before saving.

Yes. Use search and channel filters to find the thread, then choose Documents, Gallery or Camera for an attachment. Review the selected content and recipient before sending.

Open Fax and use Received or Sent to find records. Fax config shows the configured fax number and email; confirm the correct account and line when something is missing.

Yes. Open voicemail or an available recording from Calls and use the playback controls. A call-history entry alone does not mean a recording is available.

Yes. Find the relevant business number, review its forwarding destination and save the intended change. Test an incoming call to confirm where it rings.

Review the app’s availability setting and the Incoming Call and Incoming Messages switches. Test calls and message alerts on the phone; call availability and notification permissions are separate checks.

Yes. Open Billing to review invoices, recorded payments and the payment methods listed for your account. Match the invoice and payment status rather than assuming a saved method confirms payment.

Yes. Open Fax → Send fax, choose your fax line, add the recipient and attach the documents before sending.

Open Fax → Inbox to search received faxes, open their PDFs and organize them with notes, labels or flags.

Yes. In Fax → Configuration, edit the line’s Notification Email and separate the addresses with commas.

Check Fax → Sent. Sent reports a successful transmission, not that a person read the document. Failed means the attempt did not complete; confirm possible partial receipt before resending.

Yes. Open Analytics → Fax Usage and choose the period and line. Archived faxes remain available under Fax → Archived; archiving does not reset usage or change the delivery result.

Yes. Save regular fax recipients and select them when composing a fax. Check the name, number and cover-page notes before sending, especially if a saved contact has changed.

Yes. Select the intended records and use the available read-status, label or archive actions. Check the selection and current page; labels, stars and read status do not change delivery results.

Open Fax → PDF tools, choose the available conversion or compression tool, and review the resulting PDF before sending it.

Yes. Open My Profile → Two-factor, configure your authenticator and verify its code to complete setup.

Choose Forgot password? on the sign-in page, enter your login email and follow the reset link sent to you.

Include only what is needed to explain the issue. Hide passwords, verification codes, keys, full payment details and unrelated customer information; check the attachment and recipient before sending.

Open your user menu → Account Activity, then choose My devices or Login history. Review the available device actions; an action on one entry does not confirm that every account session has ended.

Check the correct account entry and phone time, then use the current code. Verify access on a replacement before erasing the old phone; contact your administrator or support if you cannot complete verification.

Review the login details and your own recent activity. Protect your Office credentials, review two-factor authentication and report the unfamiliar activity with its date and relevant details; do not share passwords or verification codes.

Yes. Open Settings → Billing → Invoices, review the outstanding invoice and check whether a payment is already processing. Submit once, then verify Payments made and the invoice status before retrying.

Open Settings → Billing → Payment methods for the selected location. Add a card and review Use always before saving; saving a method does not itself pay an invoice or guarantee automatic backup after a decline.

Contact our team with the requested change and date. Confirm the price, effective date, billing adjustments and any affected extensions or call routes before the change is applied.

Open Settings → Billing for the correct location. Invoices shows bills and Payments made shows recorded payments. AI Wallet and Group Messages purchases have separate balances and controls.

Yes. In Billing → Payment methods, use Actions → Stop Recurrent Billing for the selected method and verify the result. This does not cancel your service, unpaid invoices or a payment already in process.

Yes. In Billing → Payment methods, select Use for Recurring Billing on a saved method, or review Use always when adding a card. Confirm the recurring setting and check the actual payment result.

Open Settings → AI Wallet. Available right now can include plan and Extra balance; configure automatic recharge with Pay as you go. Compare Usage Report with Billing history because consumption and card charges are different records.

Open Conversations → Group Messages. Check Remaining Text Messages, use Add Messages to buy a package, and review the campaign counters in your account. Auto Purchase Config controls automatic message-credit purchases.

Open the invoice from Billing → Invoices. Review its dates, products, quantities, discounts, taxes and total, then use Download PDF. Match any payment transaction with its receipt; an invoice and a payment receipt are different documents.

Compare the invoice, Payments made, the receipt reference and the bank entry before retrying. If the result is unclear or two completed payments appear to cover one invoice, send the references to support for reconciliation.

Yes. Dial *78 to enable Do Not Disturb and *79 to disable it; wait for confirmation.

Yes, on supported setups. Use your phone’s Conference control to call the second person and join the conversations.

Yes. Dial *8 followed by the extension; automatic answering depends on the receiving phone’s settings.

Yes. Call Park places the call in a shared waiting location that another configured phone can retrieve.

Check power and network status, ringer volume, Do Not Disturb and forwarding; note the exact screen message if service is unavailable.

Yes, when call waiting is available. Keep one call on Hold while speaking on the other, then select it to Resume.

Check Mute, Hold, the selected handset or headset, its connection and the volume during an active call.

BLF indicators show a configured line’s state; colors and button actions depend on your phone model and setup.

Open History, Recent Calls or Recents, review the missed-call entry and use the displayed calling control.

Yes, with pickup access. Dial ** followed by the ringing extension from your own extension and place the call.

Use Record in Extension Settings: Disabled, All, Inbound, Outbound or Local. Save the mode and verify an authorized test call in Call Logs.

Confirm eligibility, prepare the account records and keep the current service active. Wait for the confirmed activation window, then test calls, messages and fax as applicable before reviewing cancellation with the old provider.

Collect the exact label, called number, date/time with time zone and receiving carrier or app. Verify your outbound number and name, then use the affected provider’s review form. Registration and reports do not guarantee label removal.

Yes. Open Calls → Blocked Numbers, click Block number, review the number and prefix, and confirm. You can remove the entry under Actions. This incoming block is separate from a customer’s request to unsubscribe from outgoing SMS.

Open Settings → Extensions, edit the extension and click the pencil beside Outbound Caller ID Number. Select an available number in Choose a number, save and test both the outgoing display and the return-call route.

Open Settings → Phone Numbers → Settings → Caller ID. Review Display outbound calling name (LIDB), enter a concise name that passes the form validation and submit. Display depends on the receiving service; this does not hide your number or remove spam labels.

Prepare matching account details, a recent bill, the list of numbers and the requested authorization. Confirm any required transfer PIN, which services stay and the activation window. Keep the existing service active and use the checklist before submission.

Use the exact rejection to verify account details, authorization, PIN, transfer protection or pending orders with the current provider. Update the existing Zonitel case and wait for a confirmed date. A service failure after a completed transfer needs investigation, not a duplicate port request.

Open Settings → Phone Numbers, confirm the location and find the number. Settings contains SMS, forwarding, Line name, hours and Caller ID; Call Flow controls incoming-call routing. To rename the line internally, open Settings → Line name, edit Name and save.

Open the number’s Settings → Business Hours. Enable the global schedule or the number-only schedule; selecting one turns the other off. Configure open ranges and switch closed days off. Save Global Hours saves the shared schedule; Save on the number page saves its selection and own hours. Enable SMS replies separately, and use Call Flow for call destinations.

Yes. Open Settings → Calendars Config and use New Calendar. Save General Settings, then review each calendar’s availability, simultaneous capacity, SMS destination, connections and booking links. Hiding a calendar under My Calendars changes only the view.

Use Calendar → New Event to create an appointment. For a future event, open Event Details and choose Edit Schedule or Delete. Confirm a schedule change by reopening the saved event. Delete warns that associated pending client notifications are removed too; separately scheduled SMS must be reviewed independently. Contact Support if a save does not complete.

Default Slot Duration controls length. Slots Per Booking controls appointments at the same time; it does not multiply duration. Availability ranges can override both values. Use separate ranges for breaks, review Copy day because it replaces destination schedules, and use Blocked Dates for closures.

Yes. In Booking Pages, the shared link follows Availability; custom links can narrow its days and hours and set an appointment length. Leaving every custom-link day off inherits the whole calendar. Check limits, appearance, reminders and the actual link before sharing.

Yes, when the calendar has an SMS destination and the appropriate notifications are applied. Create a Notification Template, choose hours or days before the appointment and review its text. For manual bookings, check Notify Client and the loaded messages; for custom links, review Reminder template in Advanced settings.

Use Appointment agents to describe services and suitable requests, enter the approved spoken name and understanding-only aliases, then choose the naming policy. An empty services field offers the calendar for everything. Save and test the assistant’s choices; configure actual availability separately.

Yes. Open the calendar’s Connections → Google Calendar Sync and authorize the intended Google account. Verify imported events and time zones. Treat Google-synced events as appointments controls classification; SMS still depends on the notification setup. Review each calendar’s connection separately.

Open Appointments, search by title, contact or phone, and filter From, To and Status. For an eligible future appointment, Confirm records confirmation and Unconfirm reverses it. Check the row after it refreshes. Use its calendar link to open the event; confirmation is separate from SMS delivery.

Yes. Open Calendar → Appointment Book, select calendars under My Calendars and use the day navigation. Slot size changes the time-grid interval; appointment duration and capacity are configured separately. Use Month, Week, Day or the close control to leave the book.

Check the exact calendar, link, date and time zone. Review active availability ranges, blocked dates, duration, capacity and existing bookings. Then inspect the custom link’s hours, minimum notice, booking horizon, buffers and daily limit. Save intended changes and recheck that same link.

Open the appointment in Calendar and review Event Details. Edit Notes lets you update its title and notes; use Save Notes and reopen it to verify. Edit Schedule changes the date or time when the save succeeds. Delete removes the appointment and its pending client notifications after confirmation. Confirm and Unconfirm only change confirmation status.

Check the Office location, clear Appointments filters and search the contact, title and nearby dates. In Calendar, enable the intended calendar under My Calendars and open the correct day. Compare the complete date, start/end times and time zones across systems. Verify imported events separately before changing or recreating the booking.

Identify whether you expected an SMS, a booking-page message, an email or an AI follow-up. Check the calendar SMS number, recipient, Notify Client, the loaded template and each reminder’s timing or Skip setting. Then inspect the message result in Conversations or delivery reports. A Confirmed appointment status alone is not proof that a message was delivered.

Yes. Set the calendar defaults in General → Booking page look and use Save booking page look. For a custom link, open Look on this link and enable This link looks different from the calendar. With that option on, empty fields display nothing instead of inheriting calendar values. Save hours and inspect the exact customer link.

Use separate calendars when resources need independent hours, capacity or commitments. Use custom booking links when the same calendar needs different public services, durations or narrower hours. Check the Office location, each calendar’s availability and notifications, and Appointment agents descriptions. Multiple links do not create additional staff capacity.

Use Settings → Users → Add User, select the extension and required permissions, then send the invitation. Review included permissions and configure SMS/MMS numbers separately after the user exists.

Yes. In Settings → Notifications Config, select each recipient for the intended report, enable that report, review its frequency and time, and click Save settings. The report cards show Email as the delivery channel.

Open Settings → Business Settings in the correct location. Update the business details, billing contact or time zone, click Save changes and verify the saved values. Confirm each feature’s time-zone interpretation when comparing schedules or timestamps.

Check the correct location, enable the report, select the recipient for that report and save. Then review its schedule, the expected time and mailbox filtering. Automation Alerts use Realtime rather than a daily, weekly or monthly schedule.

Edit the user in Settings → Users, select the numbers under SMS / MMS numbers, confirm with Use N numbers, choose an assigned Default number and save the user. The default applies to new messages.

Open Settings → Users in the correct location. Use Edit user for account details, permissions and messaging numbers; review Deactivate user separately from Delete user and verify the result.

Review the access-rights matrix before saving. Business Administrator and Full Worker are broad choices, and several feature permissions include access to contacts or phone-number settings.

Open Settings → Extensions and edit the correct row to review User, outbound caller ID, voicemail email, Record and Enabled. Show in Active Calls controls board visibility separately.

No. Use the contact Notes panel and Add Note to save internal context. In Conversations, open it with the Notes toolbar icon; notes are separate from the customer-message composer.

Yes. Use Contacts → Import with one CSV, XLS or XLSX file up to 10 MB. Download the current template, review CSV column mapping when presented, and verify Recent imports plus the saved contacts.

Yes. Open Contacts → Config, select incoming calls, incoming messages or both, and click Save changes. The options apply to unknown numbers that call or text in; verify new records by phone number.

Yes. Create a Contact List in Group Messages. On Add Contacts, ticking or unticking In List saves membership immediately. Save list-name or description edits with Save changes; list membership does not replace messaging consent.

Open Contacts in the correct location, search by name, phone or email, then choose Edit. Use Columns to adjust the list view, save the main information and reopen the contact to check the result.

Open the contact profile. In Address, use New address and Add address; in Custom Fields, review extra columns captured during an import. Each new address has its own save action.

Use Edit → History for All, Calls, Messages and Missed filters. Use More → History for the detailed date-range search, and clear filters if an expected event is missing.

Yes. Open Edit → Appointments → New appointment, choose the calendar, title, date and start/end times, then review Notify client when available and click Add appointment. Verify the saved booking and any requested SMS separately.

Use Contacts → Export and inspect the downloaded CSV before relying on its scope or fields. Compare complete profiles before deleting duplicates; removing list membership and blocking a number are separate actions.

Use the current template, check phone values and column mapping, and review Recent imports. Wait while a job is Pending; after Success, inspect contacts. For Failed or unexpected results, check the source before submitting the file again.

Yes. In Calls → All Calls, apply the relevant filters and use Export. Filtered calls is labeled with a 2000-record maximum; date presets and Recent CDR downloads provide other export options.

Yes. Analytics → Call Summary has Extension Summary and Phone Number Summary, plus Call Center and Calls by Hours. Select a period and Search; the two summary tables provide Excel, CSV and PDF exports.

Analytics → Custom Reports offers six reports: weekly calls, call recovery, outbound messages by user, messages by local business number, conversation agent performance and the fax journal. Each has its own period and metric definitions.

Yes. Analytics → Call Analytics shows automatic sentiment by call channel. Analyzed channels can exceed calls, so they are not a unique-call coverage percentage. Review labels in context and separately from audio quality or manual ratings.

Yes. Analytics → Messaging Insight filters SMS/MMS by period, contact, business number, sender, recipient, direction, type and user. Message totals and outbound segments are different units; delivery errors are reviewed in Undelivered Messages.

Use Analytics → AI Usage to review Conversations or Voice calls by period, activity type and grouping. Check individual priced items when reconciling consumption; AI Wallet funding and balance are separate from usage.

Match the business/location, dates, time zone and filters, then compare the same unit. Calls, analyzed channels, people, messages, segments and times helped measure different things.

Open Analytics → Call Summary and select Call Center for talk/wait indicators or Calls by Hours for received and missed-call charts. Use Active Panel-Calls for current live activity.

The Calls Agent performance report requires an actual conversation within 24 hours of the missed call, through a retry or answered callback. Voicemail and unanswered callbacks do not qualify.

The report distinguishes unique clients from client-days of help and uses median first-response times. Business-hour grouping uses when the client wrote and the current saved schedule. Nobody replied reflects people still unanswered now.

Yes. Custom Reports includes weekly calls, outbound messages by user, messages by local business number and the fax journal. Select the day/week and check the displayed range; each report counts a different kind of activity.

Open All Calls → International report, select dates, country and billing status, then Apply. View country rates shows prices and validity dates. Billed status is separate from invoice payment status.

No. Audio quality is technical call information, sentiment is an AI interpretation and Call review is a manual 1–5-star rating with a note. Open Call info for technical details; use Accept to save a manual review.

Filtered calls in All Calls follows active filters with a 2000-record limit. Date-based CDR options and summary-table exports are separate. Archived calls are read-only and Export starts a CSV for their current filters; record exports are not audio backups.